© Prentice Hall, 2008 Business Communication Today, 9eChapter Communicating in a World of Diversity

© Prentice Hall, 2008 Business Communication Today, 9eChapter Communication in a Diverse World Diversity –Individual characteristics –Individual experiences Intercultural communication –Cultural backgrounds –Cultural differences

© Prentice Hall, 2008 Business Communication Today, 9eChapter Opportunities in a Global Marketplace New customers New labor sources New job possibilities

© Prentice Hall, 2008 Business Communication Today, 9eChapter Advantages of a Diverse Workforce Connect with customers Expand talent pool

© Prentice Hall, 2008 Business Communication Today, 9eChapter Challenges of Intercultural Communication Language, nonverbal signals, perception patterns, values and beliefs –Communicating with employees –Motivating employees –Promoting harmony and cooperation

© Prentice Hall, 2008 Business Communication Today, 9eChapter Enhancing Sensitivity to Culture and Diversity Understanding the concept of culture Overcoming ethnocentrism and stereotyping Recognizing variations in a diverse world. Adapting to U.S. business culture

© Prentice Hall, 2008 Business Communication Today, 9eChapter The Concept of Culture Shared system –Beliefs –Symbols –Attitudes –Values –Expectations –Norms

© Prentice Hall, 2008 Business Communication Today, 9eChapter Characteristics of Cultures Automatic Coherent Complete

© Prentice Hall, 2008 Business Communication Today, 9eChapter Negative Cultural Attitudes Ethnocentrism Xenophobia Stereotyping

© Prentice Hall, 2008 Business Communication Today, 9eChapter Cultural Pluralism Avoiding assumptions Avoiding judgments Acknowledging distinctions

© Prentice Hall, 2008 Business Communication Today, 9eChapter Recognizing Variations in a Diverse World Contextual Legal and ethical Social Nonverbal Age Gender Religion Ability

© Prentice Hall, 2008 Business Communication Today, 9eChapter Cultural Context High-context and low-context –Decision-making practices –Problem-solving techniques –Negotiating styles

© Prentice Hall, 2008 Business Communication Today, 9eChapter Legal and Ethical Behavior Seek common ground Withhold judgment Send honest messages Respect differences

© Prentice Hall, 2008 Business Communication Today, 9eChapter Social Behavior Differences Work and success Roles and status Use of manners Concepts of time

© Prentice Hall, 2008 Business Communication Today, 9eChapter Nonverbal Differences Greetings and touching Personal space Facial expressions Eye contact Posture Formality

© Prentice Hall, 2008 Business Communication Today, 9eChapter Age Differences Types of culture –Youth-oriented –Senior-oriented Cultural associations –Power –Respect –Freedom

© Prentice Hall, 2008 Business Communication Today, 9eChapter Gender Differences Existing workplace cultures Communication styles

© Prentice Hall, 2008 Business Communication Today, 9eChapter Religious Differences Personal beliefs Inclusive workplaces

© Prentice Hall, 2008 Business Communication Today, 9eChapter Ability Differences Assistive technologies –Customers –Colleagues

© Prentice Hall, 2008 Business Communication Today, 9eChapter Adapting to U.S. Business Culture Individualism Equality Privacy and personal space Time and schedules Religion Communication style

© Prentice Hall, 2008 Business Communication Today, 9eChapter Improving Intercultural Communication Skills Study other cultures and languages Respect communication styles Speak and write clearly Listen carefully Use interpreters or translators Help others adapt to your culture

© Prentice Hall, 2008 Business Communication Today, 9eChapter Studying Other Cultures Social customs Clothing and food Political patterns Religious and folk beliefs Economics and business Ethics, values, and laws

© Prentice Hall, 2008 Business Communication Today, 9eChapter Learning Languages Facilitate communication Promote business relationships

© Prentice Hall, 2008 Business Communication Today, 9eChapter Respecting Communication Preferences Degree of formality Level of directness Writing or speaking

© Prentice Hall, 2008 Business Communication Today, 9eChapter Writing Clearly Use simple, clear language Be concise (brief) Use transitional elements Address correspondence properly Cite numbers/dates carefully Avoid slang, idioms, and jargon Avoid humor or popular culture references

© Prentice Hall, 2008 Business Communication Today, 9eChapter Intercultural Conversations Speak slowly and clearly Rephrase as needed Seek feedback Don’t patronize Double check for agreement

© Prentice Hall, 2008 Business Communication Today, 9eChapter Listening Carefully Learn vocal patterns Show respect Ask questions

© Prentice Hall, 2008 Business Communication Today, 9eChapter Using Interpreters or Translators Human beings –Interpretation –Cultural context –Non-verbal cues Software –Translation –Words and phrases –Gist of the message

© Prentice Hall, 2008 Business Communication Today, 9eChapter Helping Others Adapt Speaking and listening –Conference calls –Face-to-face conversations Reading and writing –Intranet sites – and instant messaging